Service Excellence Partner – Housing & Customer Experience

Role Title: Service Excellence Partner – Housing & Customer Experience  

Hours: 35 hours per week, Monday–Friday 

Salary:  £47,554 - £59,435 per annum (salary offered dependent on experience)  

Contract: Permanent 

Location: Hybrid between our Mariner House, Dartford office and home    

Interviews will take place on Thursday 23 April 2026 

At Moat, our people are central to delivering safe, high-quality homes and services that enable our customers to thrive. By supporting, developing and empowering our colleagues, we ensure they can provide the best possible service to the communities we serve. 

We are looking for a Service Excellence Partner to support a high-performing team and drive a culture of continuous improvement, strong governance and customer-focused service delivery across our Housing and Customer Experience Directorate. 

As a Service Excellence Partner, you will work at the center of our Housing and Customer Experience Directorate, translating complex data into meaningful insight that supports both strategic and operational decision-making. 

This is an impactful role where you will support the Service Excellence and Compliance Team, using data, insight, and customer feedback to shape decision-making and improve outcomes for our customers. 

You will play a key role in translating corporate performance measures, sector benchmarking, and customer insight into meaningful actions that support senior leaders and operational teams to deliver continuous improvement and achieve our strategic goals. 

A core focus of the role is ensuring strong compliance and assurance. You will oversee audit and risk actions, embed robust processes, and ensure the directorate can demonstrate clear, evidence-based compliance with regulatory requirements, including the Consumer Standards. 

You will also drive improvements in how we understand and respond to customer needs, including embedding customer segmentation into service design and operational delivery. 

What We’re Looking For 

We are looking for a strategic, analytical partner with a passion for service improvement and customer experience. 

You will be confident managing teams, influencing at a senior level and using insight to drive meaningful change. You’ll combine strong technical expertise in data and performance with the ability to translate complex information into clear, compelling narratives. 

You will also be highly collaborative, able to build strong relationships across the organisation and challenge constructively to improve outcomes 

Essential 

• Strong understanding of the social housing sector, including policy and Housing Management services  

• Proven experience analysing and interpreting performance data and turning it into actionable insight  

• Experience working with multiple data sources, including operational and external datasets  

• Ability to communicate complex information clearly to non-technical audiences  

• Experience supporting performance improvement, compliance or service transformation  

• Strong stakeholder management skills with the ability to influence at senior levels 

• Knowledge of audit, risk and regulatory compliance frameworks  

• Excellent written and verbal communication skills  

• Strong organisational skills and attention to detail 

To read our full job description, including the entry requirements, please follow this link: service-excellence-partner-customer-experience.pdf 

About us: 

Moat is a housing association in the South East of England, owning and managing over 20,000 homes across London, Kent, Essex, and Sussex. We're more than just a housing provider; we're a community focused organisation dedicated to creating positive change in the lives of our customers and the neighbourhoods we serve. 

As one of the Homes England delivery partners, we develop around 600 new homes every year. Our team of over 450 passionate professionals are committed to providing high quality, affordable homes, and excellent services to our customers. 

Our values: 

• Own it: We take responsibility for our actions and deliver on our promises. 

• Better together: We believe in the power of collaboration to achieve greater outcomes. 

• Lead by example: We set high standards and inspire others through our commitment to excellence. 

• Be the change: We embrace innovation and proactively address challenges. 

Why join Moat? 

As an experienced professional, you'll have the opportunity to: 

• Make a real impact in our communities. 

• Work with a supportive and passionate team. 

• Enjoy competitive salaries and generous leave. 

• Benefit from numerous personal and professional development opportunities. 

• Work in a hybrid way that allows you to work from our spacious Dartford office (or other regional offices including Maldon, Pollards Hill and Ashford) some days a week while also giving you the flexibility to work from home or another location that suits your needs. 

Our commitment to creating a positive work environment has earned us recognition as one of 'The Sunday Times Best Places to Work' in 2025. 

For more info, check out our employee benefits video here: Our employee benefits: what we can offer you (youtube.com) 

How to apply: 

If you're excited about a new challenge and want to help us at Moat, we want to hear from you! Please visit our website to fill out the online application form by 11pm on Sunday 12 April 2026. If we’d like to invite you for an interview, we’ll reach out via email. 

It’s really important that you provide as much detail as possible in your application. We’re keen to understand your interest in the role and how you meet the requirements, so please make full use of the spaces provided to tell us about your experience, skills, and what makes you a great fit for our team. 

Join us at Moat and be part of a team that is shaping the future of housing and communities in the South East! 

If you require any additional adjustments to the recruitment process, please email peopleservices@moat.co.uk